Digital strategy
CX and Digital Strategy.
Collecting the evidence for change and co-creating a service vision.
Digital strategy
CX and Digital Strategy.
Collecting the evidence for change and co-creating a service vision.
Understanding the ask
Starting with a project canvas to understand the the nature and scope of the client engagement and then running workshops, interviews and desk research to unearth the business objectives, success criteria, KPIs and targets, technology audit, competitive analysis and trend & best practice analysis
Getting to know the service users
Using ethnographic, quantitive and qualitative research to help understand the needs of the business, customers and support staff alike - getting under the skin of their issues, motivations, behaviours, desires and expectations.
Shadowing
Witnessing the driving forces, procedure, important moments and limitations from the users interactions with the service or product.
In-depth end user and stakeholder interviews
In-depth conversations with users of the service to gain insight into their lives and experiences. Uncovering their attitudes, conditions, moments and contexts of its use and its strengths and weaknesses.
Service Safari
Experiencing how similar services feel as a customer to develop a first hand understanding of the service landscape and document best practice.
Contextual interviews
Observing behavioural patterns of people using the service and unearth new opportunities for innovation and gain real knowledge of it’s current use.
Empathy maps
Working with stakeholders to empathise with target audience groups.
Audience segmentation and personas
Identifying and documenting existing and potential user groups to understand their needs, objectives, motivations and behaviours.
Customer lifecycles
Understanding the context in which the service is used including entry and exit points and what brings them to the service in the first instance.
Stakeholder engagement map
Identifying the key players and their paths of engagement across the service that will meet their needs.
Co-creating solutions and unearthing opportunities
Finding the opportunities that will deliver digital solutions aligned with the user needs and the business goals – that will deliver value and be operationally viable.
Design sprints
Facilitation in person or remote design sprints. From idea to tested concepts in a week.
Opportunity mapping
Identifying the pain points and success points across the service to unearth and document opportunities.
Vision story
Animated video to show how the service will be experienced by different stakeholders and through different channels.
Proposition scenarios
Illustrating the opportunities and innovations to imagine the future service combining technologies, interactions and outcomes from the customer and staff perspectives.
Operational roadmap
Documenting how the service will be implemented and the order of execution to ensure a successful roll-out.
Experience design
UX and Product Design.
Services delivered through effective omni-channel touch-points.
Experience design
UX and Product Design.
Services delivered through effective omni-channel touch-points.
Mapping journeys
Mapping ‘as is’ or ‘to be’ journeys. Identifying the physical and emotional journeys across the service touch-points, the actions they take and the processes that support these.
Exploring touch-point design concepts
Years of experience defining the design principles that will make the digital channel work the most efficiently, through co-creation workshops and paper-prototyping exercises to developing low and hi fidelity wireframes. Creating use cases, JTBD, information architecture and testing.
Paper prototyping
Rapid prototyping
Concept map / template flow
Wireframes
Finding out what works
Managing the testing process from start to finish. From writing the recruitment spec, testing scripts, conducting testing whether lab based or virtual, to synthesising and conducting prioritisation workshops.
Mapping the service process
Service Blueprint
Creating a blueprint of how the service and related experience will be delivered, end to end, front to back and across channels. The actions customers will take and the people and processes that will support them.